STIB aims to offer the travellers:
- the best adapted transport solution,
- with a competitive travel time,
- at an affordable price,
- under satisfactory comfort and security conditions.
STIB wishes to become the favourite urban mobility solution in Brussels and be integrated in its metropolitan area.
The company has defined 5 values, to which its employees are asked to subject their everyday professional conduct:
- Simplicity and discipline
- Committment and pride
- Team spirit
STIB, a responsible company
STIB is convinced that its growth and competitiveness depend on obtaining a long-term balance between its environmental, social and economic policies. For this reason, the company has made sustainable development a fundamental strategic goal.
STIB is striving to fulfil its mission as a public transport operator in accordance with a set of principles, which are referred to as Corporate Social Responsibility (CSR).
For roughly the past 20 years, STIB has gradually committed itself to a Corporate Social Responsibility approach. Its CSR strategy is built around two major axes:
To be engaged in favour of sustainable development within the Brussels-Capital Region:
- To open the dialogue with the stakeholders.
- To measure and to reduce the environmental impact of its activities.
- To emerge as an essential partner of urban life.
- To mobilise for universal accessibility.
To manage the following elements in a responsible, ethical, believable en coherent fashion:
- To respect the company's values.
- To implement a systematic approach of continuous improvement.
- To minimise the identified risks.
- To behave in a exemplary fashion.
- To take into account the economic, environmental, social and societal impacts.
- To promote talent development, diversity en well-being at work.
Dialogue with the stakeholders
As a public transport operator, STIB influences the society in which it evolves. Conversely, the company is also impacted by the various society actors: customers, workers, suppliers, authorities, trade unions, local communities, associations, etc. Whether they are internal or external to STIB, these actors are stakeholders of the company.
This partnership with the stakeholders forms an integral part of the Corporate Social Responsibility policy (CSR), but also constitutes a solid axis of the strategy since it helps to identify the risks and opportunities, on the one hand, and to reinforce the company's credibility, on the other hand.
STIB opens already many dialogues with its internal and external stakeholders, but the operator remains aware of its limitations and improvement efforts.
1. The customers
The Social Media Team of STIB makes every effort to open dialogue with the travellers and to answer their questions the best possible way through various social networks – Facebook, Twitter, Instagram, LinkedIn or even Pinterest.
Through what the customer communicates via a letter, an e-mail, a phone call or even via social networks, the Customer Care employees aim to give an adequate answer, whether it is about providing exhaustive information within a proactive logic ou ensuring a personalised follow-up for the customer.
The advisory users committee of STIB gathers users' representatives, representatives of the socio-economic environment of Brussels, members representing STIB and the mediator. Its mission is to provide opinions regarding every aspect of the STIB services. It is a place of debate and exchange of information designed to develop the services.
STIB works in conjunction with the PRM section of the regional commission of mobility (Commission Régionale de Mobilité) so as to improve the access to the network. Moreover, within STIB, a contact person is specially designated to secure a continuous dialogue with the associative sector.
2. The inhabitants
With all its attention going to the customer, STIB nevertheless also intends to take into account the inhabitants' expectations. During the work sites of STIB, a contact person is specially designated to make sure the inhabitants are informed and their remarks are gathered.
For large scale projects, STIB does not hesitate to organise temporary exhibitions to fully inform the inhabitants.
3. The actors of the city
STIB helps the event planners with the implementation of travel plans, which promote among others the use of public transport, by:
- offering extra support for metro, tram or bus services,
- organising indication or promotion actions for the accessibility by public transport,
- implementing a network (Couleur Café, Museum Night Fever, etc.),
- the ticketing.
4. The associations
Although the main mission of STIB is to secure its role as a transport operator, the company is often confronted to society issues.
In this field, its policy is to work with competent partners who guarantee a professional assistance.
5. The schools
Prevention work implies regular contacts with the travellers and, as such, with pupils and students. For many years now, STIB has been working intensely towards the awareness raising of the schools. In addition to specific actions, STIB has developed the Responsible Young Passengers (RYP).
STIB is committed to build a solid relationship based on encounters and dialogue with the main actors in the field of technical education of secondary and superior level. The key issue of this approach is simply to inform the young public of all the career opportunities STIB has to offer.
The company welcomes students for company visits and immersion internships.